Help Center

At Roelavi Atelier, customers experience is very important to us. We pride ourselves on ensuring that our customers feel supported throughout the whole process.

We encourage our customers to contact us via email or Instagram DM to receive one-on-one support from our designer and makers, who are always friendly and have the expertise to assist you with any jewellery requests. 

We do not outsource customer service representatives because we value customer relationships and want our customers to have the fastest responses with the most knowledge to answer their questions.

After you've placed an order, you will receive an email confirmation.

All our jewelleries are made-to-order so please allow up to 15 business days for your order to be completed.

Once your order is completed, we will send you photos of your jewellery to your purchasing email to ensure you're happy with it before shipping. 

We will notify you via email of your tracking number after shipping out.

Throughout the whole process, if there's anything we need or anything you need, communication is to be made through email or Instagram DM so that you're always up-to-date on your order.

All of our jewelleries are fully handmade and are made-to-order, so please allow up to 15 business days for your order to be completed.

If you require a rush order, simply contact us via email or Instagram DM to discuss options.

Yes, we offer customization/personalization. 

Please contact us via email or Instagram DM to discuss in details.

Our customization/personalization services include:

• Customizing gemstone as per your choice - recommending and sourcing gemstones for you that are of your preference and suitable for your budget
  
• Customizing material - solid gold (10k, 14k, 18k) in yellow/white/rose/black colors, platinum, sterling silver...
  
• Personalization - engraving names, dates, words...
  
• Customizing jewellery details - adding or removing details e.g. adding flowers/bees/butterflies...
• Any personal requests

Yes, definitely! Not only can we upgrade the gemstone size, we can also change the gemstone type to anything you'd like. 

Send us an email or DM us on Instagram to be assisted. 

The cost of each customization/personalization depends on the complexity of your request, but we strive to provide the best price possible to our customers.

Please contact us via email or Instagram DM to discuss in details.

We understand sometimes a change of mind or a mis-click may happen, so we accept cancellation within 24 hours of placing your order. Once 24 hours has passed we no longer accept cancellations or refunds.

With sizing and gold colour, we are happy to help you change these details free-of-charge. Please contact us immediately to request these changes. 

However, since all of our jewelleries are made-to-order, we will only start sourcing and hand-select gemstone for you after receiving an order. So a change of mind regarding to gemstone might incur extra fees.

While we recommend locking your choices carefully before placing an order, if you do happen to have a change of mind right after placing an order, we are always here trying our best to provide you suitable solutions. Simply contact us via email or Instagram DM to discuss options.

As all of our products are made-to-order so that it is uniquely yours, please allow an approximation of 15 business days for the item to be made/processed. 

If you want to require a rush order with shorter processing time, please contact us directly via email or Instagram DM to discuss options.

We ship to most destinations worldwide. 

We definitely ship to the United States, United Kingdom, Australia and most countries in the Europe and Asia continents.

If you're unsure about shipping, simply contact us via email or Instagram DM for confirmation.

We usually send orders with free express shipping by UPS/DHL/USPS/FedEx to most destinations worldwide. On an average, estimated shipping time of express shipping to most destinations takes about 3-7 days.

Please note that shipping time is decided and processed by different couriers and is affected by various factors that are beyond Roelavi's control.

Once the parcel is said to be "Delivered" as per tracking information, Roelavi's responsibility with the parcel is completed.

After that, if the item is lost due to personal matters such as:

• Third party picks up parcel.
  
• Buyer moves to a different address after the shipment.
• Thief.

For such personal matters after the parcel has been successfully delivered, Roelavi will not be responsible and will not cover any loss. However, we are always happy to assist and support our customers in any kinds of situation, so please contact us if you need any help.

There may be some errors at the time the order was made, causing it to fail to go through the system.

If you've been charged but don't receive any confirmation emails or there is no order in your history, please contact us immediately.

Yes, we do accept Paypal.

The option to pay with or via Paypal will be presented at checkout.

Beside Paypal, we also accept Direct Bank Transfer payments.

Simply choose Bank Transfer payment option at Checkout.

Once we receive your order request, we will contact you by email with our Bank Account information.

Within 72 hours, if we don't receive any payments, your order will be automatically cancelled. 

Bank transfer on an average takes up to 5 business days to appear in our bank account and we will start making your order once the payment is successfully processed.

We do not offer installment at the moment.

Due to the personal nature of made-to-order jewellery, each piece of jewellery is fully handmade with specific measurements and gemstone preferences making it one-of-a-kind to each of our customers. Therefore, we do not offer exchanges and/or returns. 

If the size doesn't fit well, simply take it to your local jeweller to have it resized.

Resizing ring is one of the most basic skills of any jewellers so any trusted local jewellers would be able to assist you with this. 

Roelavi is happy to help you cover the cost of resizing. Please contact us via email or Instagram DM to discuss options.

If the custom fee/duty/import tax incurs in the country of receiver, Roelavi will not cover such fees.

Receiver's country's custom policies are knowledge we are not aware of, therefore receiver is responsible for all custom fee/duty/import tax.